| Job Description: |
The End User Support Specialist II plays a vital role in ensuring the smooth operation of technology for faculty, staff, and students by assisting with the installation and implementation of desktop and mobile computing devices, printers, and other peripherals, including wireless and communication tools. The specialist provides Tier 2 technical support for common software, hardware, and connectivity issues, delivering clear and effective solutions while maintaining a strong customer service focus. When issues exceed the scope of Tier 2 support, the specialist is responsible for documenting steps taken and escalating to Tier 3 or specialized IT staff, ensuring a seamless and timely resolution. The individual in this position reports directly to the IT Support Supervisor and is time-limited.
Responsibilities:
- Installs and implements desktop and mobile computing devices, printers and other peripheral devices, and wireless computing and communications devices Coordinates the setup, configuration, and deployment of computer hardware, including desktops, laptops, mobile devices, printers, scanners, and other peripheral equipment. Ensures devices are connected to the network and meet institutional security and configuration standards. Configures and implements wireless communication solutions, including device enrollment, connectivity troubleshooting, and mobile device management. Provides documentation and orientation to users regarding proper equipment use.
- Provides Tier 2 support for software and hardware of end-user computing needs. Responds to help desk tickets escalated from Tier 1 support that require more in-depth troubleshooting. Diagnoses and resolves common issues involving operating systems, commonly used applications (e.g., Microsoft Office, Adobe Suite), email configurations, and routine hardware problems (e.g., keyboard, monitor, printer malfunctions). Delivers clear, step-by-step solutions and communicates resolutions effectively to non-technical users. Ensures permissions and access controls are applied accurately in alignment with department or supervisor guidelines. Recognizes when technical problems exceed Tier 2 scope, such as complex network configurations, server-side issues, or advanced software malfunctions. Documents troubleshooting steps taken and accurately communicates technical details when escalating to Tier 3 or specialized support teams. Coordinates follow-up with the user to ensure timely resolution and service continuity.
- Supports hardware equipment inventory control and retirement Support PC and Mac hardware equipment imaging, and registration through endpoint management agents (SCCM & JAMF) and other inventory systems. Provide support for software and hardware issues, and assist customers in the understanding and use of computer related equipment and software provided by the college. Manages College technology equipment loan program and registered assets. Coordinates with College staff to secure, sterilize, and retire obsolete equipment as part of a regular maintenance schedule.
- Provides updates, status, and completion information to management. Coordinates activities with individual clients, help desk, network services, or other information systems groups.
- Administers other duties and special projects as needed and assigned
In emergency situations, position may be required to work evenings and or weekends. |